Holiday Inn Express New York City Times Square by IHG

Reviews

• RG

  Richard Greene

  6 days ago
  1.0
  I implore you to seek a different hotel. It is unusual for me to be moved to write a review, whether positive or negative, but it must be said that the floor of the bathtub was visibly dirty with a most unsettling color. If interested in a bathtub blackened with mystery muck, this is your place!
• GD

  Guilherme Dallava

  6 days ago
  1.0
  They messed up with our reservation. We booked a double room and they put us in 2 separate rooms. They asked us to switch in the middle of 4th July. We asked them to move the luggage and they didn’t. Lastly, the a/c was not working at this new room. We asked them 3 times for someone to take a look at it. At night, almost 6 hours later, I went to the reception and the guy said “there’s a queue”. It never got fixed.
• NF

  Nicole Freeland

  Jul 4, 2026
  4.0
  Overall, the hotel was great. I loved how close it was to everything. Very short walk to Times Square, subways and other attractions. There is a wonderful bagel shop right around the corner. Complimentary water and chips are available in the lobby. The hotel offers luggage hold but we didn’t use but saw many people use and it is a wonderful service. The hotel is off the main Times Square area and this made it feel more safe than other areas. Not as many homeless hanging around. The rooms were small, but this is Times Square and very expected. The rooms were clean and housekeeping does a wonderful job. Beds and pillows are comfortable. Rooms have lots of outlets. No issues with the bathroom and shower. No bugs. The street sound is minimal, which is nice and we never heard neighboring rooms to include doors shutting. All of the employees we interacted with were wonderful and extremely helpful! Breakfast was hot and delicious. There were always employees constantly restocking the food and we never had to wait for anything we wanted. Our only complaints are there are only 2 elevators for 36 floors. We were staying on floors 31 and 33 and sometimes had to wait up to 20 minutes to get an elevator. The elevators also only hold 6-7 people without exceeding the limit and they will get stuck. People did not respect this and would still cram in them. This was pretty frustrating but it didn’t cause us to dislike the hotel. The keycards were a huge issue and inconvenience. Do not put them by any phones, other cards, etc. they will demagnetize instantly. Everyday we had to get them rekeyed. The staff apologized immensely about it and they were actively working to get the problem fixed (corporate level). This was clear by the pallets of new door locks in the lobby. Our last complaint was the breakfast area. It was very tiny and cramped for all of the people the hotel holds. Overall, I would definitely recommend this hotel for your visit to NYC, especially if you are traveling with children.
• RF

  Rocio Villa Fernández

  Jun 15, 2026
  1.0
  Pésima experiencia. Varios puntos a tener en cuenta. 1. NO HAY DESAYUNO GLUTEN FREE. Si bien te dan pan gluten free, te dicen: “usa la tostadora común”. Claramente no toman noción de lo grave que esto puede ser. El resto del desayuno muy poco variedad y calidad. 2. Hay 2 ascensores de hasta 6 personas para un hotel con más de 30 pisos, podes esperar hasta 20 min para bajar de los pisos más superiores en hora pico. Además los empleados del hotel te hacen subir más de 6 personas y usan los mismos ascensores para subir y bajar los carros de limpieza. 3. A días del verano el aire acondicionado no funcionaba. Pedí ayuda y subió recién a la 1:30 AM. No se pudo solucionar y nos cambian de habitación. Luego en dos oportunidades intentó entrar gente a la habitación porque le asignaban nuestra habitación en plena madrugada, con nosotros ya durmiendo adentro. Experiencia aterradora. 4- cada vez que avisas/ pedís algo por teléfono al Front desk, nunca te lo solucionan y terminas bajando a recepción a pedir lo que no te solucionan por teléfono (nada extraordinario, papel higiénico, 1 toalla extra, avisar que hagan el servicio, etc) 5- como conclusión, solo pagas por la ubicación. No lo recomiendo.
• JD

  Julian Diaz

  Jun 4, 2026
  1.0
  I would like to formally express my deep disappointment and frustration regarding the way our reservation was handled and, especially, the treatment we received from the hotel manager. From the very beginning, she demonstrated a complete lack of empathy, professionalism, and willingness to understand our situation. Instead of listening and trying to help, she maintained a negative, indifferent, and uncooperative attitude throughout the entire process. Every inquiry was met with poor disposition and no genuine interest in finding a solution. Our inability to travel was due to circumstances completely beyond our control and directly related to the airline. Even so, we properly canceled our reservation and expected to receive fair, transparent, and professional treatment. However, the hotel never correctly updated its system to reflect that we were unable to travel and did not check in, creating an unfair situation that ultimately caused us financial loss. What is most concerning is not only the loss of our money, but the complete lack of clear explanations. At no point was the manager able to provide a concrete, coherent, or justified reason as to why our refund was being denied. The impression we were left with was that our case simply did not matter and that our concerns were completely ignored. It is unacceptable for customers who acted in good faith and spent their hard-earned money trusting this hotel to be treated with such a level of indifference and disrespect. The manager’s attitude reflected a serious lack of customer service training and an alarming absence of accountability in dealing with a situation that required understanding and professionalism. Unfortunately, this experience completely destroyed our trust in this establishment. We expected quality service and instead encountered indifference, poor customer care, and ineffective management of a situation that could have been handled in a much more humane and professional manner. I respectfully request that this case be reviewed by senior management, that the circumstances surrounding it be investigated, and that we be provided with a serious explanation and an appropriate resolution. No customer should be treated this way or be forced to lose their money due to administrative errors and poor management by the hotel. Without a satisfactory response, I will have no choice but to share this experience on major review platforms and consumer feedback websites in order to warn future guests about the treatment we received.

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